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https://www.callcentrehelper.com/what-are-the-best-opening-hours-for-a-call-centre-22970.htm#:~:text=Tradition%20For%20many%20businesses%2C%20opening%20hours%20remain%20those,high%20call%20volumes%20outside%20the%20normal%20working%20day.
https://www.standardbpo.com/
We're a company based in the Philippines dedicated to serving our clients around the world with the highest quality services creating a new standard in our industry. Founded in 2018 Standard BPO helps grow and manage businesses with our expert teams. We're always looking at new and better ways to do things to evolve our company so we can ...
https://www.citehr.com/22957-working-hours-bpo-per-labour-laws.html
Besides 8-working hours a day also include breaks. We currently are facing a violation of the same in our organisation (it's a global BPO and among the top 3 BPOs in Gurgaon) and have to work 9 hours including one hour break. Besides there is speculation of working hours to extend to 10 hours including one hour break.
https://www.adamhcm.com/wp-content/uploads/Service-Level-Agreement-BPO-English.pdf
3.1 Service Hours ADAM BPO Services are available from 9:00 AM to 6:00 PM, Monday through Friday, except when the Customer facilities are closed due to holidays, administrative closings, or inclement weather. A service can be requested or an incident reported by telephone during working hours or by Web Service Portal at any time.
https://en.wikipedia.org/wiki/BPO_Standards_and_Guidelines
https://www.business-standard.com/article/technology/it-bpo-union-to-file-pil-against-extended-working-hours-108112601045_1.html
IT firms, on their part, insist that the Act is not being violated since IT workers have to work for 48 hours a week — eight hours daily for six days. However, since most IT firms have a five-day working week, they work longer hours, hence the misconception. But some …
https://thedatalabs.org/understanding-shrinkage/
What is Shrinkage and how to calculate it in a BPO industry?Shrinkage can be defined as the time for which people are paid but not available to handle calls or perform their task. In a broader way, we can say that shrinkage is every activity that keeps an agent off the phone for a certain time or day(s). This would include his/her leaves & holidays entitlement, offline activities (training ...
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